An app, game or streaming service doesn’t work: what now in Italy?
Digital content and services — apps, games, software, streaming, cloud storage — must be supplied and must work as promised. If they don’t, the trader must fix it free of charge; if it doesn’t, you can get a price reduction or end the contract and get your money back.
📜 Your rights
EUThe EU rule
EU consumer law applies in every EU country. Your country writes it into its own law — the national rule is below.
- If the trader does not supply the digital content or service, you ask it to supply; if it still does not, without undue delay or within an extra period you agreed, you may terminate (Art. 13 Directive (EU) 2019/770).
- If it does not work as agreed, you are entitled to have it brought into conformity free of charge, within a reasonable time (Art. 14).
- You can get a price reduction or terminate if the trader does not fix it, the fault is serious, or the trader refuses (Art. 14(4)).
- For a one-off supply the trader is liable for faults appearing within at least 2 years; for continuous supply, throughout the contract (Art. 11).
- The trader has to prove the content was in conformity: for one-off supply for faults appearing within 1 year, for continuous supply throughout the contract (Art. 12).
- After termination the trader refunds you without undue delay and within 14 days (Art. 16 and 18).
The rules in Italy
The trader is liable if digital content or a digital service is not supplied or does not conform. For one-off supply, liability covers defects appearing within two years of supply; for continuous supply, the whole contract period. You can demand conformity, then a price reduction or termination.
- The trader must prove it supplied the content. For one-off supply it must also prove conformity for defects appearing within one year; for continuous supply, throughout the supply period. (normattiva.it)
- If nothing is supplied, ask the trader to supply it; if it still fails within a reasonable time, you can terminate. You can terminate at once if the trader refuses or the date was essential. (normattiva.it)
- Claims for defects existing at supply become time-barred 26 months after supply; for continuous supply, 26 months after the last act of supply. (normattiva.it)
🪜 Step by step
- Record the problemScreenshots, error messages, dates, device and version.
- Use the in-app support onceMany problems are account issues. Keep the ticket number.
- Send the letterIt asks the trader to supply or fix it, with a date.
- Not fixed?Ask for a price reduction or end the contract and get your money back.
- Paid through an app store?Your contract may be with the app store: send the letter there as well.
✉️ Your letter
Fill in your details. The letter appears on this page: copy it into an e-mail or the trader’s contact form, or print it. Nothing you type is stored.
🧭 If the trader does not answer
Give the trader the time in your letter. Then, in this order:
An out-of-court dispute body (ADR) can settle it. The trader has to tell you which ADR body covers it (on its website, terms or in its reply).
Trader in another EU country? The European Consumer Centre helps for free.
European Small Claims Procedure: for cross-border claims up to €5,000, a written procedure without a lawyer. e-justice.europa.eu
The EU’s online dispute resolution platform (ODR) closed on 20 July 2025. Use the bodies on this page instead.
❓ Frequently asked questions
I paid with my data, not money. Does this apply?
Yes, the rules also cover content and services you get in exchange for personal data, not only for money.
Can the trader change the service later?
Only under the conditions of the contract and the law; for a change that harms you, you may usually end the contract.
Do I have 14 days to withdraw from a download?
Only until the download starts, if you agreed to immediate supply and accepted losing the right.
📎 Sources
- normattiva.it →
- normattiva.it →
- normattiva.it →
- publications.europa.eu →
- mimit.gov.it →
- agcm.it →
- ecc-netitalia.it →
- giustizia.it →
🔎 What people search
- “app not working refund Italy”
- “streaming service not working rights”
- “game purchase broken refund”
- “digital content faulty”
- “software not supplied letter”
🧭 Is this still correct?
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